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Neal Oddes

@nealoddes

Customer Success leader at Displayr, delivering 115% NRR across $10M+ in annual subscription revenue with AI-enabled customer workflows.

United States

Message

At Displayr, I lead a global Customer Success team supporting more than $10M in annual subscription revenue and delivering 115% NRR. I reduced churn from 7% to 4% and contraction from 8% to 6% through proactive risk management and renewal strategies.

I built Displayr's Customer Success function from the ground up, developing playbooks and customer health programs that support onboarding, adoption, retention, and expansion. I also introduced AI-enabled workflows that save 330 hours annually per CSM and surface customer risk well before renewal.

Earlier, I led research and strategy teams at Xprize, Kantar Millward Brown, and JD Power and Associates. At JD Power and Associates, I led Six Sigma and Lean process improvement initiatives that generated $750K in enterprise-wide savings.

Experience

Work history, roles, and key accomplishments

Current

Director, Customer Success

Current

Displayr

Oct 2020 - Present (6 years)

Leads a global customer success team supporting $10M+ in annual subscription revenue, achieving 115% NRR and reducing churn from 7% to 4%. Implemented AI-enabled workflows and customer health programs to increase CSM capacity and drive expansion.

Customer Success Team Leadership ChurnZero Gong AI Automation Customer Health Renewals Strategy Playbooks Onboarding NRR Churn Reduction

Senior Manager, Customer Success

Displayr

Oct 2016 - Oct 2020 (4 years)

Built Displayr's Customer Success function from the ground up during rapid company growth, scaling from 20 to 100 US accounts while maintaining 96% retention and an NPS of 76. Generated $1M in incremental revenue through strategic technology partnerships and implemented ChurnZero for customer health tracking.

Customer Success Team Building ChurnZero Account Management Partnerships API Integration Training Playbooks Customer Journey Health Scores Retention Expansions

Senior Director, XPrize Design and Research

Xprize

Mar 2016 - Jul 2016 (4 months)

Led research design and strategy for a proposed prize focused on displaced populations. Advised cross-functional teams on innovation strategy and process improvement, and managed expert engagement for new prize concepts.

Research Design Strategy Innovation Project Management Expert Engagement Data Validation

Head of Research, Design, and Management

Kantar Millward Brown

Jan 2013 - Apr 2015 (2 years 3 months)

Led a 12-person research design organization supporting a $10M+ portfolio, achieving 98% on-time delivery. Drove 10% YoY growth through West Coast expansion and managed major client engagements including VISA.

Research Design Team Leadership Survey Design Project Management Client Engagement Sales Partnerships Growth Strategy Data Quality

Senior Director, Strategy / Green Practice Lead

JD Power and Associates

Jan 2000 - Dec 2013 (13 years 11 months)

Led teams of up to 30, managing research and go-to-market strategy presented to C-suite clients. Generated $750K in savings through Six Sigma and Lean initiatives and developed an environmental practice strategy.

Strategy Leadership Six Sigma Lean Business Process Improvement Go To Market Research C Suite Presentations